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The customer...

When a customer has a complaint, prompt action in resolving any issue is of great benefit.

Initially listening carefully to the problem and sorting it out in a helpful and personal manner may be all that is necessary.

Some issues may be more complex and need more time to be investigated further. In these cases a formal acknowledgement giving a time scale of proposed actions and responses will be sent.

The procedure is:

1. Initially pass complaint to a Supervisor or Manager.
2. If the complaint needs to be taken further, a Senior Manager will become involved.
3. If still not satisfied, the Chief Executive will be given all the facts and will make a final decision to the outcome of the original complaint.

Above all, honesty, clear communication and keeping promises will be of paramount importance.

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